Academia the Technology Group on cord

Academia the Technology Group

Senior Customer Success Manager

External position
Hemel Hempstead, UK
Hiring internally for Academia the Technology Group?
Consultancy · Hardware · Software
Technology Solutions for the 21st Century
Posted
a week ago
Checked
cord regularly checks that external positions are still open
12 hours ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Senior, Lead
Core skills considered: Account Management, Customer service, Customer support
Other skills considered: CRM, Stakeholder Management

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

This is a high-impact role within Managed IT Services for someone who wants to genuinely make a difference at the customers they work with.

As a Senior Customer Success Manager (CSM), you will become a trusted technology partner to a focused portfolio of our clients, helping them make better decisions, build stronger IT strategies and create technology roadmaps that genuinely improve how their organisations work, using our best-in-class IT Managed Services.

Our CSMs play a uniquely influential and high-profile role. You will act as a critical friend, sitting at the centre of customer relationships providing service insight, strategic planning and working closely with senior leaders to turn IT from a cost into an enabler for our clients' missions.

You will join a thriving CSM team and use our proven frameworks to help clients understand where they are today, where they need to get to, and what practical steps will move them forward. That means identifying risks before they become problems, spotting opportunities for improvement and translating technical insight into clear, confident recommendations that senior stakeholders can act on.

We deliberately cap the number of accounts each CSM owns so you have the time and space to build deep relationships and deliver meaningful value.

This is a fantastic opportunity for someone who enjoys building meaningful, long-term relationships and wants to see the direct impact of their work.

You will help charities, education providers, public sector bodies and businesses get more from technology, while developing your own strategic, commercial, analytical and presentation skills in a team that values curiosity, ownership and customer advocacy.

This is not a traditional account management role. It is an opportunity to become a genuine strategic partner to customers who rely on technology to deliver important work every day. You will have the scope to influence IT decisions, shape long-term roadmaps and help organisations become more secure, productive and confident in the way they use technology.


Responsibilities

  • You will work directly with senior stakeholders, helping them understand their IT landscape and make confident, informed decisions...
  • You will use our IT Health Scorecard, QBR and Roadmap & Strategy frameworks to turn service insight into clear, practical recommendations that customers can act on.
  • You will own a focused portfolio rather than being spread too thin, giving you the time to build proper relationships and deliver meaningful, measurable value.
  • You will work across a varied customer base, including charities, education providers, public sector organisations and businesses where technology has a direct impact on people, productivity and mission delivery.
  • You will be joining a high performing Customer Success function where your ideas, feedback and customer insight can help shape how we develop the service in the future.

Responsibilities

  • Owning a focused portfolio of customer relationships, becoming their trusted strategic point of contact for IT services, strategy and technology improvement conversations
  • Plan, deliver and document high-quality Quarterly Business Reviews that customers genuinely value, built around IT Health Scorecards, service insight and practical roadmap recommendations
  • Guide customers through our IT Health Scorecard, Roadmap & Strategy frameworks, connecting technology decisions to their organisational goals, pressures and ambitions
  • Proactively identify risks, service trends, lifecycle needs and improvement opportunities before they become urgent customer issues
  • Identify whitespace for growth, optimisation and efficiency opportunities that are relevant, timely and genuinely useful to the customer
  • Translate customer needs and service data into clear, value-led recommendations for services, projects and continual improvement activities
  • Maintain customer retention and renewals by demonstrating value, building confidence and creating a clear view of future priorities
  • Act as the internal customer advocate, bringing together Service Desk, Projects, Security, Pre-Sales and commercial teams to deliver joined-up outcomes

For a Senior Customer Success Account Manager, this creates a brilliant environment to grow. You will be surrounded by technical specialists, service experts, commercial teams and strategic consultants, giving you the support and capability to solve real customer challenges and develop credible, outcome-focused recommendations.


Requirements

  • Previous experience within a Managed Service Provider (MSP) environment, with a clear understanding of IT service delivery, SLAs, and escalation models
  • Proven experience in a Customer Success, Service Account Management, or Virtual IT Director / Virtual CTO-style role within IT or technology services
  • Strong understanding of IT service management concepts, including incident, problem, change, and service performance reporting
  • Experience leading Quarterly Business Reviews (QBRs) and structured client service reviews
  • Ability to understand, interpret, and present IT health, risk, and performance data to non-technical stakeholders
  • Experience leading IT roadmaps, lifecycle planning, and technology improvement planning
  • Full working knowledge of core IT domains, such as:
  • Microsoft 365 and cloud services
  • End-user devices and identity management
  • Networking and connectivity
  • Cyber security fundamentals (e.g. backup, patching, MFA, endpoint protection)
  • Experience collaborating with Service Desk, Projects, Security, and Pre-Sales teams to drive customer outcomes
  • Strong relationship-building skills, with the ability to build trust and credibility at both operational and senior stakeholder levels
  • Highly organised, with strong documentation and data discipline (CRM, customer records, QBR outputs)
Senior Customer Success Manager at Academia the Technology Group
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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